At a Glance
- Tasks: Lead a team to deliver exceptional customer service and resolve complex complaints.
- Company: Join Vistry, an award-winning housebuilder committed to integrity and quality.
- Benefits: Enjoy competitive salary, bonus, company car, and up to 39 days annual leave.
- Other info: Flexible working options available and excellent career growth opportunities.
- Why this job: Make a real impact in customer satisfaction while working in a supportive team environment.
- Qualifications: Experience in customer service within housebuilding and strong communication skills required.
The predicted salary is between 35000 - 42000 £ per year.
We have an exciting opportunity for a Customer Service Manager to join our team within Vistry South West Midlands at our office in Coleshill, North Warwickshire. As our Customer Service Manager, you will provide day to day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all partnerships and open market sales customers, and assist the business in maintaining high NHBC customer satisfaction scores.
We value in-person collaboration and team culture, but we're also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated. Please note - this is a Fixed Term Contract for 12 Months.
What’s in it for you:
- Competitive basic salary and annual bonus
- Company car, car allowance or travel allowance
- Salary sacrifice car scheme available to all employees
- Up to 39 days annual leave plus bank holidays
- 2 Volunteering days per annum
- Private medical insurance, with employee paid cover
- Enhanced maternity, paternity and adoption leave
- Competitive pension scheme through salary sacrifice
- Life assurance at 4 x your annual salary
- Share save and share incentive schemes
- Christmas company shutdown
- Employee rewards portal with many more benefits
In return, what we would like from you:
- Behave in line with our company values - Integrity, Caring and Quality
- Extensive experience in a similar role within the housebuilding industry
- Complex customer complaint resolution
- Working with multiple teams within established processes and procedures
- Accurate and consistent approach in maintaining records
- Delivering customer service excellence and best practice within a fast paced and challenging environment
- Good working knowledge of Excel, Microsoft Word, and Outlook
- Highly developed analytical, oral, and written communication skills
- Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey
- Proactive approach, with attention to detail and the ability to work independently and make key decisions
- Ability to build and maintain positive customer relationships
- Excellent time management, planning and prioritisation skills
- Full Driving license with a willingness to travel
- Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
More about the Customer Service Manager role:
- Day to day management of the Customer Service Coordination team and Technicians to ensure all customers receive a consistent level of service
- Ensure team performance and output is monitored and managed, and ensure workload is allocated and managed appropriately
- Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure coordinator is equipped to ensure the service delivery can be maintained
- Ensure Vistry's Health & Safety processes are followed to ensure safe working in customers homes
- Distribute Subcontractor reports and highlight any non-performance or poor delivery issues
- Highlight and report any common and repeat issues and poor performing sub-contractors, and play an active role in discussing any positive interventions to allow the Contractor or supplier to review their service to Vistry
- Liaise with and lead on discussions with other departments to assist in meeting service level agreements to customers and partners
- Oversee all Step 1 complaints /escalations and seek direction where required to close out any customers concerns, including Social Media notifications
- Review and oversee all job quotes with the Customer Service Director and manage invoice payment process through a review of all submissions with the Coordinators
- Ensure the contra charge notification process is followed and confirmations are correctly executed through Keys
- Report all submissions to Commercial team
- In conjunction with the Build, Sales and wider Customer Service team, continuously review the customer journey to promote a positive return on the 8-week satisfaction survey
- Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target
- Attend escalated complaints to ensure that an amicable solution is reached where required
We build more than homes, we're making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you'll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we're a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach.
Join us in making Vistry.
Customer Service Manager employer: Vistry Group PLC
Vistry Group PLC is an excellent employer, offering a vibrant work culture in Milton Keynes that prioritises collaboration and customer satisfaction. Employees benefit from competitive remuneration, flexible working arrangements, and ample opportunities for professional growth, making it a rewarding place to develop your career while contributing to meaningful customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Vistry Group PLC.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Vistry Group PLC. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Vistry Group PLC.
How to prepare for a job interview at Vistry Group PLC
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Vistry Group PLC's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Vistry Group PLC offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
